A service that provides healthy-living assistance –from appointments to troubleshooting medical bills
Research insights led to business revision
•Doubled the potential user base
•Revised website and suggested practical short term tools
•Created template of a digital system for mature company
Who did what
Our design process was joyfully collaborative throughout this three week sprint. I led the ongoing research effort.
What we were asked to do and what we delivered
Healthi’s founder, Loune Calixte, approached our team with a preconception of an app to help manage the varied health care tasks of her clients.
We delivered research that caused her to redefine her target market, practical tools for the short term, as well as a template of an app for a mature company.
Short term Findings to consider
1. Expand the target audience
When we met the Healthi team they marketed their services to chronic patients. A screener survey of Healthi's social groups (intended to garner more in depth interviews) quantitatively told us that people of routine health could use Healthi's services, and would potentially double revenue.
Here’s what we delivered
Our app design for a mature company focused on solutions to three pressing problems the company was experiencing.
2. Add clarity to Healthi’s website
The website needed to inspire trust and be direct about what to expect as a Healthi client. We provided a template for revised website, which was implemented immediately.
1. Service design research in which we clarified three company roles
We interviewed people of all ages and degrees of health. This helped us develop a client persona, a person with moderate but time-consuming health care tasks.
We audited parallel industries and reached out to accountants, lawyers, real estate brokers. How did they manage multiple clients and what tools did they use? An emotional pattern we noticed in elder care agencies: often agency staff had intimate family experience with an aging relative.
Research among similar triple-tiered businesses (client, company side assistant, and company side manager) like law firms and architecture firms was illuminating. Keeping track of the time spent on a client task was crucial for 1) allocation of tasks among company workers, and 2) billing purposes. We saw that Healthi’s founder would need a system for task/time tracking and billing.
2. Improved onboarding because there was tremendous bounce rate early in the flow
Healthi was having problems retaining new clients after initial points of entry. The existing onboarding process involved multiple steps, correspondence delays, and time-consuming data entry on the part of the client.
What onboarding might look like:
2. Work flow improvement that reduced effort for all involved
A service diagram of the process. The customer creates a task, and much of the work happens backstage. Time demands on the customer are minimal— one of our key findings from research.
What continued engagement might look like:
3. Business side
Time management and billing
•Time tracking for health assistant
•Administrator dashboard shows hours spent by each employee
•Flow of monthly billing
What the billing cycle might look like:
By the end of this project we had
•provided immediate, short term solutions
•avoided a large investment in a custom product
•designed a template for a mature business